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Future of Customer Services with Trading the marketsThe Future of Customer Services with Trading The new era of trading all depends on two things… The experience for trading and the superior customer service, that comes along with it… Consumers depend on it and companies reap the rewards by adapting to excellent customer service to prevent them from failing. In this article, we’ll focus on 7 trends that will shape customer service in the future. This applies for not only trading but with most businesses. Let’s get to them… Trend #1: Social Media Live Chat Human assistants will help answer their customer questions, with a live online chat software or by downloading an application. Think of Skype, Zoom, Facebook or via their personal website. As more people adapt to online communication, the more companies will utilise these opportunities. After all, it’s all about meeting the customers where they are most likely to be. WITH TRADING – There are already live online communication options where human operators can help with trading platform, charting, business features and offers. Trend #2: Virtual Chatbot A virtual chatbot is a pre-programmed response with an artificial intelligence software. You most likely know them as virtual assistants. This way is a cheaper, faster and more consistent approach to help answer customers questions without the need of a human operator. With virtual chatbots there’ll be no restricted or waiting times. Also with machine learning, means the bots will get better, they’ll be more researched and will provide better answers over time. WITH TRADING – You’ll be able to ask for financial markets information, prices, charts, how to guides and trading platform queries. Trend #3: RIP Phone Calls & Faxes Companies will strive to cut costs and cut out old fashion ways. This includes mobile-data related phone calls taking a back seat as well fax machines. WITH TRADING – You’ll notice that with most global Forex and trading companies, they have taken out the options of phoning and faxing them. This shouldn’t worry you as they are adapting to the new ways of trading. Trend #4: 24-Hour Support With Apps Instead of calling or messaging companies via mobile communication, companies are adapting to more text and voice messaging apps. I’m talking about WhatsApp and Facetime. It’s cheaper, faster and more accessible from anywhere in the world. This will bring about 24 hour support, for their customers. WITH TRADING – I’m sure you’ll be able to send a quick message to your broker via WhatsApp or another app to place or close a trade or facilitate other transactions. Trend #5: Video Email Email has been the most widely used tool for customer service. In the future, we’ll be taken to the next level where email will allow for video emails. This way we’ll have a higher level of engagement and with a more personal and natural touch. WITH TRADING – You’ll be able to ask your trading related query with an illustration rather than explaining via text. And when you receive your answer, it will be shown with an easy to understand and visualise demo explanation. Trend #6: Remote Working & Flexible Times COVID-19 was the catalyst that helped push the remote working environment for employees. As customer service and contact agents are confined more to their homes, they will be working with more flexible times. WITH TRADING – Instead of an employee having to work in an office setting, they will be more flexible with their times. Eventually, we’ll see questions answered by them at all hours of the day. Trend #7: Multi-language Support Customers are connecting with more companies, located all over the world. It is critical to offer customer service support in multiple languages. The more languages are offered, the bigger the reach for potential customers. WITH TRADING – Forex and crypto-currency is a global phenomenon, taking over the world. It is inevitable for these kinds of companies to offer their services in different languages. Final words With us being able to expose, report and send our reviews about our experiences, means one thing… Businesses will continue to strive to serve and improve their customer support and services. And that’s why, it is and should always be a priority for companies to improve. Is customer services improving with trading? Let me know in the comments... Trade well, live free. Timon MATI Trader
JSE:J200Education
by Timonrosso
My Experience on the Phone with my BrokerHello traders, This work of fiction is based on true events. Unless otherwise indicated (in this case (the post), it will never be indicated because this is a work of fiction), all the names, characters, businesses, places, events and incidents in this post are either the product of the author's imagination or used in a purely fictitious manner. Any resemblance to actual persons, living or dead, or actual events is purely coincidental. I dialed my brokers phone number, heart racing . I knew something was wrong, but I wasn't quite sure what it was. I HAD to talk to someone RIGHT away, or my positions would not be "ok". With sweaty hands, I used the search engine to rope the number to customer service. I hastily copied and pasted it into my rotary dial phone and was greeted by a robot, "Hello, dividends are coming...." and then I was sent to the queue. I was asked "What would you like to do today?" by more vibrations in the earpiece and hastily answered, "Options!" "Ok, what would you like to do with "options"?, my recorded voice played back to me. " Applications " "Ok, one moment while I connect you to the proper place..." 14 hours later, a friendly voice awoke me from my sleep, "Hi, I'm your customer service representative today. How can I help you?" I stuttered with a shaky voice, "H, h - how do I use margin on my options account?" A salvo of figures were hurled at me through the wire. I could feel that the wire was coiling under the pressure of all the figures. My rotary phone burst into flames. I remembered that I had my iPhone and then just used speed dial and solved my issue in like a few minutes. No sweat. Except that I was still sweating from the rotary phone's ashes that never went out. The heat of which was unbearable. I quickly asked SciRye, "SciRye, How to stop sweating?". "OK!" No response. It spun forever. The request had completely entangled itself beyond repair. I waved my phone around looking for a signal, HOPING that I could get the request to go through. Spinning. My battery died. I laid down ready to accept defeat. They had won, my position was wrong. My bones told me it was. Spinning ... P.S. Have a good day today. Remember, you are a hero. Don't let anyone tell you otherwise. -elkenpolar
SP:SPX
by elkenpolar